Direct Insurance Leads in Israeli Insurance Service Ratings
Translated & summarized from Ice by baba
Direct Insurance has been ranked first in Israel's 2025 service index for automotive and health insurance, with significant variations in customer service performance across the industry. The index, released late in 2026, measures claim approvals, customer satisfaction, complaints, and response times. While Direct Insurance also showed strong financial results, including a dividend payout, the index's delayed release raises questions about its current relevance for consumers.
The story in 5 lines · by baba
- Direct Insurance ranked first in Israel's 2025 service index for automotive and health insurance.
- Response times varied greatly, with Shlomo Insurance averaging 35 seconds and Migdal customers waiting nearly four minutes.
- The 2025 service index data was released in the final quarter of 2026, raising concerns about its timeliness.
- PassportCard led in travel insurance, while Ayalon topped life insurance and Agricultural Insurance led home insurance.
- Direct Insurance also reported a 16% increase in net profit for Q2 2026 and a significant dividend payout.
A new service index from Israel's Capital Markets, Insurance and Savings Authority for 2025 reveals significant variations in customer service performance among insurance companies. The index, which evaluates claim approval rates, customer satisfaction, public complaints, and response times, highlights that excellence in one area does not guarantee it in another.
In the automotive insurance sector, which handled approximately 416,000 claims totaling around 9 billion shekels, Direct Insurance ranked first, followed by Libera and Ayalon. Conversely, Weshure and Hachshara were at the bottom. Response times varied dramatically, with Shlomo Insurance averaging 35 seconds while Migdal customers waited nearly four minutes.
Direct Insurance also led in health insurance, which processed 166,000 claims, with Clal Insurance in second place. Menora and Migdal ranked last in this category, and AIG customers faced waits of about four and a half minutes compared to Direct Insurance's quick responses.
In home insurance, Agricultural Insurance surged to the top. PassportCard maintained its lead in travel insurance, a sector with 175,000 claims, while Migdal performed poorly. Ayalon topped life insurance, with Harel at the bottom and the longest wait times.
For pension savings, Meitav replaced Menora at the top, though Infinity remained last despite improvements. Yelin Lapidot held its leading position in provident funds for the 12th consecutive year.
A significant drawback of the index is its timing, with 2025 data released in the final quarter of 2026. The authority attributes this delay to a new accounting standard, but acknowledges that service levels can change rapidly. The index reflects past performance but may not accurately represent current service quality.
Direct Insurance's strong performance in the service index follows its financial success, including a 16% increase in net profit in the second quarter of 2026, a credit rating upgrade, and an 80 million shekel dividend payout.
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